The problem management process goes hand in hand with incident management and change management. These processes are critical for IT-business strategy alignment and maintaining high levels of productivity throughout an organization.
Although problem management is its own process, it is dependent on an effective incident management process and interaction with other related ITIL processes.
Process Street recently released a full ITIL template pack, which includes templates for incident and change management, providing you with a way to perform first-class end-to-end management of these processes.
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Problem management is primarily designed to prevent, or at least minimize, downtime and disruptions that occur as a result of IT-related problems.
A few other key benefits of problem management are:
- Improved service quality and availability
- Increased productivity
- Reduced costs (minimal waste of resources)
- Improved customer satisfaction
In this checklist, we will guide you through the entire process flow for problem management, enabling you to effectively log, investigate, diagnose, and resolve the problems that threaten to negatively impact business performance.
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The point is to minimize human error, increase accountability, and provide employees with all of the tools and information necessary to complete their tasks as effectively as possible.